Improve Customer Experience with These Tools

by Feb 15, 2019Customer experience, Business, small business

Many business owners neglect the customer experience (CX) and assume that the value of their service or product is enough to keep their company prosperous. That’s a dangerous mistake to make.

Modern day customers are more picky about who they do business with than ever before, and that’s why it’s important to put in a plan for a comprehensive customer experience that accounts for more than just customer service.


Why is Customer Experience So Important?

CX is a relatively new model born from the increased points of connectivity between a business and their consumer, and it tracks every complex interaction from their first learning about your company to their reaching out to customer service.

CX strategists identify businesses as trackable according to four maturity levels, and climbing the way to the top requires the right set of tools.

Whether you’re completely fresh to the premise of CX or well on the way to building stronger connections with your customers, it can be hard to parse the increasingly complicated ecosystem of related tools. That’s why we’re here to help you understand the best options available.


1. Driftbot and the Advantages of A.I. Solutions

While most entrepreneurs would love to be able to offer live and human assistance to their prospective customers 24 hours a day, the staffing nightmare involved in that is neither economically or pragmatically feasible. Then there’s the difficulties that come from prioritizing leads. Companies with a mature grip of CX employ a sort of triage when dealing with their customers, and one of the handiest tools for facilitating this prioritization is Driftbot.

At its most basic, Driftbot allows you to integrate a lead generating chatbot directly into your site. But one of the biggest strengths of Driftbot is its sophisticated conversational tree that asks increasingly more insightful questions of visitors. This allows you to automate the process of answering common customer questions, gather more meaningful and actionable data on your leads, and connect them with the agents that can most readily assist them even when there’s no one to directly address their messages.

Businesses that don’t get on board with this sort of A.I. assisted technology are likely to fall behind sooner rather than later. By 2020, as much as 85% of customer interactions will be accomplished without human agents.


2. Microsoft Office 360 and the Power of Employee Self-Service

The future of CX will be increasingly automated and powered by artificial intelligence, but that doesn’t mean that human agents won’t still play a critical role in building meaningful interactions with customers. And one of the most well-respected office tools can be a huge assistance in making sure that your staff has the resources they need to properly serve their employees.

The move to a subscription model has made Microsoft Office cheaper than ever before, but there are also a wealth of new features that some business owner may be unaware of. One of the best is the inclusion of Employee Self-Service. This addition to the platform makes use of the cloud-based model to provide them with necessary information wherever it’s stored.

Whether it’s buried in an Excel spreadsheet, a third-party application, or a customer portal, an office that makes use of Self-Service is more readily equipped to address the issues of customers quickly and directly. That can assist with everything from troubleshooting issues with a frustrated customer to persuading a lead why your product is an ideal match for their particular business model.


3. Conversocial and the Necessity of Unifying Your Social Media Presence

The use of social media has become so prevalent that many tech companies have foregone customer service lines and integrated chat in favor of migrating their customer service experiences directly to platforms like Twitter. But maintaining a modern approach to social media outreach is as much a necessity as it is a convenience.

Users expect quick responses to their questions and concerns, and any direct message that goes unanswered is a potential sale lost to a competitor that’s snappier (or has integrated platforms you haven’t into their CX ecosystem). But juggling all of the potential social media touchpoints can be a herculean task.

Conversocial allows business owners to compress all of their social media channels into one simple interface. This platform neutral approach reduces the risk of messages idling for too long, and Conversocial even makes use of a distribution system that can efficiently assign tasks to representatives in order of priority.


4. Zoho CRM and the Leverage of Omnichannel Support

Having all of your social media conversations in one place can be a huge boon, but CX is ultimately about keeping tabs on all of the potential customer touchpoints. While it may be a bit overwhelming for businesses at lower CX maturity levels, full-service platforms like Zoho CRM constitute the most inclusive practical tools for managing your relationships with your customers.

They compile everything from chats to emails to phone calls in one centralized location and allow for a tighter and more comprehensive metric-based profile of what customers need and what they want. In many ways, they constitute the ultimate help desk experience, and the modular approach they take to the services they offer allows them to scale to the needs of businesses of widely varying sizes.


5. ServIntuit and the Demand for Sophisticated Behavioral Data

Serving customers are largely about understanding what they want and how they search for it. It’s why the need for meaningful and targeted blog posts are so important, and it’s why having a platform that can help you gather and analyze data on customer interactions is critical to your business’ success.

Like other omnichannel solutions, ServIntuit condenses a wealth of data in one place, but it does a particularly strong job of providing you with the tools you need to understand that data and use it to direct the decisions of your company.

ServIntuit can see where your customers are stalling out in the shopping process, what channels create the highest rate of retention, and how your company can exploit those variables to create the strongest experience possible. They also include a dedicated and easy-to-use system business owners can use to design entire self-service experiences for their customers.

With an increasingly complex amount of touchpoints available, business owners need to start thinking about the tools they can use to better manage the CX experience.

Eric Gordon is an independent business development and marketing specialist for SMEs. He loves sharing his insights and experience to assist business owners in growing their revenues.

You can find Eric on Twitter @ericdavidgordon